5Gringos Casino - Pelaajan tilin sulkemispyyntöä ei ole huomioitu.

I am submitting this complaint regarding 5Gringos Casino.

Despite multiple requests to my VIP manager and support to permanently close my account due to gambling harm, my requests have been ignored. The casino has continued to allow me to deposit and gamble even after I made it clear I wanted my account banned.

Since then, I have lost significant amounts of money (totalling $8,545 AUD in deposits after my closure request on 29th July). I can provide full transaction statements as proof.

In addition, the casino’s website has become deliberately restrictive:

I can no longer access live support (the button is blocked).

The site only works on Safari with mobile data, not on Chrome (mobile) or Edge (desktop), which suggests my account is being deliberately restricted.

When I try to access my balance history, the site crashes every time, preventing me from obtaining accurate information.

These actions raise serious concerns about fair treatment and transparency. I feel I have been targeted and restricted after voicing my concerns in live chat, instead of being offered the responsible gambling tools and closure I requested.

I am requesting a refund of my deposits made after my closure request on 29th July was ignored, and for my account to be permanently closed to prevent further harm.

I have full transaction statements and screenshots available, and I am ready to provide them privately to the mediator if required.

Dear Bootsma,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hi Veronika,

Thanks for your reply. I’ve emailed you back with the requested information and attached the screenshots of my closure requests and the casino’s responses. Please confirm you’ve received them.

Hello Bootsma,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the screenshot.

In your communication with the casino, you did not mention gambling addiction or gambling problems as the reason for your account closure request. Please note that we are only able to assist with requests for lost deposits in cases where players explicitly state that they are addicted to gambling and ask for their account to be closed, but the casino persuades them to continue depositing and playing.

We are therefore unable to assist you with a refund. However, we can still help you ensure that your account is properly closed.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings 5Gringos Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to 5Gringos Casino at support@5gringos.com, add my email address veronika.f@casino.guru to the CC, and keep me informed about any further developments. Thank you in advance. 

Hi Veronika,

Just letting you know I’ve sent you an email with further evidence, including screenshots of my conversations with the VIP manager. Please confirm once you’ve received it.

Thanks,

Bootsma

Thank you for your email and for providing the additional evidence.

While I understand the points you raised in your communications with the VIP manager, the terms "gambling addiction" or "gambling problems" were not explicitly mentioned in the messages you shared. Your conversations primarily focused on the win-loss ratio and the availability of no-deposit bonuses.

We do recognize that the casino could have proactively inquired about your well-being, given the concerns you expressed. However, it is also important to clarify that our review process considers whether the player formally requested self-exclusion or clearly communicated compulsive gambling issues to the casino.

Due to this reason, we are unable to request the casino to refund you the lost deposits. If your account is still open, please fill out the form I gave you in my previous response, send it to the casino, and add my email address to the CC. Thank you for your cooperation and understanding.

Dear Bootsma,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.